SVP, Workforce Management & Capacity Forecasting
Salary$189k – $315k
LocationFort Mill/Charlotte; New York, NY; Tempe, AZ
Typefull-time
SeniorityVP
Experience15+ yrs
Company size10,000+ people
PostedSep 18, 2026 · 3w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Bachelor's degree in Business, Analytics, Data Science, Economics, Engineering, Mathematics, Operations Management, or another quantitative discipline
15+ years of experience leading workforce management, capacity planning, operations planning, service operations, or related functions
Demonstrated success managing multi-channel customer service environments and operational processing functions
Expertise in workforce forecasting and management, capacity planning, operational analytics, service operations, and process optimization
Expertise with modern workforce management and operational planning technologies
Experience within financial services, brokerage, banking, wealth management, or highly regulated industries
Experience implementing AI, machine learning, or advanced analytics solutions within service or operations environments
Experience leveraging Generative AI, agent-assist technologies, and automation platforms to drive productivity improvements
Knowledge of operations research, forecasting methodologies, and optimization techniques
Experience leading large-scale workforce transformation initiatives
Skills
Generative AI
AI
machine learning
advanced analytics
automation platforms
workforce management technologies
Benefits
401(k) matching
Health insurance
Employee stock options
Paid time off
Volunteer time off
Lead with Purpose, Unlock Your Team’s Passion
At LPL, people leaders hold the key to the employee experience — shaping culture, driving performance, and guiding individuals to new heights. Because when that happens, we all win – clients, LPL, and most importantly our, employees.
About the role
If you’re ready to lead with intention and discover what’s possible, LPL Financial invites you to apply today.
The SVP, Workforce Management & Capacity Forecasting is a critical enterprise leader responsible for ensuring LPL’s Service and Operations teams have the right workforce capacity to deliver exceptional client experiences across all inbound service channels and operations processing functions. This senior leader will lead strategy, forecasting, planning, workforce management, and capacity optimization functions supporting a large-scale organization that spans contact center operations, digital engagement channels, operational processing teams, and future AI-enabled service models.
This role will partner closely with Service, Operations, Finance, and other business leaders to anticipate demand, align capacity with growth objectives, and enable scalable service delivery in a rapidly evolving environment.
Responsibilities:
•
Develop and execute the workforce capacity and planning strategy across all inbound service channels and operational processing functions.
•
Lead enterprise forecasting, capacity planning, and workforce optimization to ensure the right resources, skills, and capabilities are available to support client and business demand.
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Build and continuously evolve a best-in-class workforce management capability that balances client experience, employee experience, productivity, and cost efficiency.
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Leverage AI, automation, predictive analytics, and workforce intelligence solutions to improve forecasting accuracy, productivity, and operational effectiveness.
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Partner with Service, Operations, Product, Technology, Finance, and Business leaders to align workforce plans with growth objectives, strategic initiatives, and business priorities.
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Establish governance, performance metrics, and operating routines that drive accountability, operational excellence, and continuous improvement.
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Evaluate and optimize the impact of digital service channels, self-service capabilities, AI-assisted support, and automation on workforce demand and capacity requirements.
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Influence organizational readiness for major business events, product launches, regulatory changes, and seasonal demand fluctuations to ensure service and operational resilience.
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Build, lead, and develop a high-performing team of workforce planning, workforce management, and analytics professionals.
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Serve as a strategic advisor to executive leadership on workforce trends, capacity risks, productivity opportunities, and the future of service and operations delivery
What are we looking for?
We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.
Requirements:
•
Bachelor’s degree in Business, Analytics, Data Science, Economics, Engineering, Mathematics, Operations Management, or another quantitative discipline.
•
15+ years of experience leading workforce management, capacity planning, operations planning, service operations, or related functions.
•
Demonstrated success managing multi-channel customer service environments and operational processing functions.
•
Expertise in workforce forecasting and management, capacity planning, operational analytics, service operations, and process optimization
•
Expertise with modern workforce management and operational planning technologies.
Preferences:
•
Experience within financial services, brokerage, banking, wealth management, or highly regulated industries.
•
Experience implementing AI, machine learning, or advanced analytics solutions within service or operations environments.
•
Experience leveraging Generative AI, agent-assist technologies, and automation platforms to drive productivity improvements.
•
Knowledge of operations research, forecasting methodologies, and optimization techniques.
•
Experience leading large-scale workforce transformation initiatives.
Pay Range:
$189,108.00 - $315,180.00
Benefits
Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!
Company Overview:
LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses. For further information about LPL, please visit www.lpl.com.
At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.
For further information about LPL, please visit www.lpl.com.
Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.
Information on Interviews:
LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card. Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.
EAC 5.19.26